EN
SVPost-purchase for marketplaces
One returns flow for all your merchants
Returns are the hardest process a marketplace runs: many sellers, different systems and a customer experience you do not fully own. Reclaimit gives you one shared flow for returns, claims and repairs, with full visibility and SLAs you define yourself.
Marketplaces live on Reclaimit:
Venture Design
Why Reclaimit for marketplaces
As a marketplace operator you are responsible for a customer experience that is largely delivered by others. Reclaimit turns the post-purchase flow into something you control, measure and can promise your customers.
One flow, every merchant
Returns, claims and repairs are handled in the same process, regardless of the number of merchants or which systems they use.
Full visibility
Every case, outcome and SLA in a single view. Per-merchant statistics show who delivers on quality and speed.
Fewer manual cases
Automation handles the routine decisions. Your customer service deals with the exceptions, not every single return.
One return case, all the way
From registration to refund. Consumer and merchant can communicate within the case throughout, and status updates in real time for everyone.
Registration
The customer registers the case in your returns portal. The order is fetched automatically via API.
Rules engine
Your business rules pick the right merchant and whether a shipping label is created. Orders with several merchants are split into separate cases.
Routing
The case appears instantly in the merchant's back office.
Return shipped
The customer sends the item with a QR code or shipping label.
Arrival and decision
The item arrives at your warehouse or directly at the merchant, who makes the decision.
Outcome
The customer gets an answer: refund, replacement or a rejection with reasoning.
More efficiency for every party
- One shared returns and claims flow for all sellers, regardless of size or system.
- Automatic routing per outcome: case and item go straight to the right place, whether refund, replacement, disposal or repair centre.
- SLAs with control mechanisms: if a case is not handled in time it escalates to your customer service or is approved automatically according to your rules.
- Carrier integrations: return shipping labels are created automatically, with multi-carrier support and digital import invoices for cross-border returns.
- Automatic deductions: deduct the cost of the return shipping label or depreciation for used and damaged items directly from the refund, according to rules you define.
- Built for your marketplace stack: ready-made integration with Mirakl, plus e-commerce platform, ERP, warehouse and carrier integrations.
- Transparency and insights: customer and marketplace follow status in real time, templates speed up the dialogue and per-seller statistics show who delivers quality.
Claims with an SLA at every step
The merchant assesses the case, you set the deadlines. If an SLA is exceeded, the case escalates or is approved automatically. SLAs are set per merchant or product category and followed up in the statistics.
Registered
The customer describes the fault and attaches photos.
In review
The merchant assesses the case. If more information is needed, the case pauses until the customer responds.
Decision
The outcome is communicated to the customer.
Possible outcomes
Win win win
One solution that connects every party.
The end customer
Gets an answer within the promised time and knows the outcome: refund, replacement or repair.
The merchant
No more email threads. Case, item and shipping label end up in the right place automatically.
The marketplace
Owns the customer dialogue and sees quality per seller. Easy to follow up and reward.
The move to Reclaimit has allowed us at Fyndiq to reduce our customer service expenses while simultaneously increasing both customer satisfaction and the satisfaction of our sellers. This became possible because we could shift many interactions from our customer service staff to the sellers on our platform.Christopher Rehn, Head of Customer Relations, Fyndiq
Frequently asked questions
What is post-purchase management for marketplaces?
Post-purchase management for marketplaces brings returns, claims and repairs from all sellers into one shared digital flow. Instead of each merchant handling cases in their own systems, the marketplace gets full visibility of every case, outcome and SLA in a single view. Reclaimit is a Nordic SaaS platform built for this, with marketplaces such as Fyndiq and CDON live on the platform.
How does Reclaimit handle orders with items from several sellers?
When a customer registers a return on an order containing items from several merchants, Reclaimit automatically splits the order into separate cases. Each case is routed to the right merchant with the right shipping label, and the customer follows everything in one place in your returns portal.
Do our merchants need to use a specific system to connect?
No. Reclaimit gives every seller one shared returns and claims flow regardless of size or which systems they use. Merchants see and manage their cases directly in Reclaimit's back office, and the process is identical for everyone, which makes it easy to scale as more merchants join.
How do SLAs towards merchants work?
You set handling times per merchant or product category, for example 1 business day for registration and 3 business days for assessment. If an SLA is exceeded, the case is automatically escalated to your customer service or approved automatically according to your rules. Outcomes and SLA compliance are tracked in per-merchant statistics.
Who owns the customer dialogue, the marketplace or the merchant?
The marketplace. All communication with the end customer happens in your tone of voice, all the way through returns, claims and repairs. Customer and merchant can communicate within the case, but you control the flow and own the customer relationship.
Does Reclaimit integrate with Mirakl?
Yes. Reclaimit has a ready-made integration with Mirakl, the software many marketplaces use to manage sellers and orders. Marketplaces running on Mirakl can connect Reclaimit's returns, claims and repair flow without building their own integration. Contact us and we will walk through your specific setup.
Which integrations does Reclaimit offer?
Reclaimit has integrations with e-commerce platforms, ERP, warehouse systems and carriers, plus an open API for order retrieval and case management. Return shipping labels are created automatically with multi-carrier support, and cross-border returns are handled with digital import invoices.
How do we get started as a marketplace?
Book a demo and we will map your current return flow, merchants, systems and volumes. Implementation time depends on your setup, and our onboarding team guides you through every step. Reclaimit has more than 600 retailers and suppliers live and over 20 years in post-purchase.
Ready to grow with circular business models?
Book a demo and we will show you how marketplaces like Fyndiq and CDON run their post-purchase flows on Reclaimit.